ITIL has a Problem

April 1st, 2014 | Posted by Don Boylan in Favorite | ITIL - (1 Comments)

We in the ITIL community have a problem (that is “problem” with a little “p”, not “Problem” with a capitol “P”). The problem is that ITIL has taken the most common word people use when life lets them down, and defined it with a very specific meaning. When speaking aloud, it is hard to differentiate verbally between life’s …
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Q:Can you give me a concrete example of Proactive Problem Management? A:Yes, as a matter of fact I can give you three. 1) The scenario I always used in training is the example where you run a large data center with many servers. You have been diligently logging Incident tickets when your servers have failed …
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Metrics and KPIs

March 29th, 2014 | Posted by Don Boylan in ITIL - (0 Comments)

From the ITIL Community Forum Q: What are KPIs, statistical metrics and metrics in general for you? Do you distinguish them? A: I think that the difference between Metric and KPI is pretty much a matter of semantics and you can define them however you want. Having said that, when I taught the Practitioner courses, …
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From the ITIL Community Forum Q: Which ITIL process handles server Reboots? A: Server reboots should be handled through the Change Management process. When the RFC has had approval from the business, then the outage time is considered a Maintenance Window. Outages that occur during Maintenance Windows are not considered Incidents and do not count …
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From the ITIL Community Forum Q: Example:  User calls for a password reset (which is successfully performed by the help desk) and then proceeds to ask questions which requires help from level two support.Should the help desk create: 1)  one ticket – mention the password reset in the body of the ticket – and assign …
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From the ITIL Community Forum Q: I presently I manage a service delivery department my responsibilities are break fix response, and call management of recent times the industry is demanding service desk deliverables at present the the call center/help desk does the following. Call Logging incident management SLA management They do not provide first-line support …
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Annual Process Training

March 29th, 2014 | Posted by Don Boylan in ITIL - (0 Comments)

From the ITIL Community Forum Q: I’m curious if anyone has ever tried to put solid data against the cost benefits of training on your process versus not training?  I work for a multi-regional global organization and there are 2 very different opinions on this topic.  For myself, I feel that if we expect our …
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